1. Jessica K. Reuter
56 E. Avon Dr.
Claymont, DE 19703
(302)540-8055
JKRich1984@gmail.com
Objective I am currently seeking a challenging position within a world class organization. I would like
to use my extensive customer-oriented background to help achieve a position within an
organization that is motivated to provide the best service possible to its customers. My
extroverted personality combined with outstanding dedication to my career will allow me to
excel in any position.
Summary  Demonstrated team player with a willingness to achieve success for the whole company
 Extensive knowledge including classroom education regarding computers and Microsoft
Systems
 Fast learner with the ability to operate under pressure to meet deadlines and exceed
expectations
 Enthusiastic and hard working personality which will benefit the organization as well as the
team
 Proven track record of success within prior positions
 Experience with client eligibility, premium, client relations, and management
 Knowledge of Cigna Best Practices and Standards
Education Bachelors of Arts in English, Minor Concentration in Italian Studies
University of Delaware, Newark, DE
Paralegal Certification,
University of Delaware, Newark, DE
June
2007
August
2008
Career History
Cigna Global Health Benefits, Wilmington, DE
Client Advocate
 Handle operations escalations and provide consultative service to Cigna clients and
customers
 Proactively engage business partners to facilitate and drive customer centric solutions to
ensure a timely, high quality and positive client and customer experience
 Own and effectively manage service inquiries from Cigna Global clients and customers
 Establish consultative and collaborative partnerships with Sales, Client Management,
Underwriting, Operations and others as needed to drive client and customer solutions
 Educate the client and customers as to how to approach Cigna for the most effective
and efficient solutions and customer satisfaction
 Implement solutions for improvement opportunities to drive process effectiveness
Client Services Auditor
 Inspects the installation of new and existing accounts, including, but not limited to:
benefits, structure, premium and eligibility Responsible for 100% inspection of new
hire and weekly premium batches
 Provide timely and constructive feedback to individuals and to managers to drive
quality improvement
 Establish consultative and collaborative partnerships with the Benefits, Premium and
Eligibility Teams to support client and customer service experience
 Perform root cause analysis to support the inspection of new and renewing account
installation
Nov 2015 -
present
Dec
2012 –
Nov
2015

2. Operations Specialist – Premium Manager
 Manager of the Premium Team
 Supports a team of 20 analysts in their billing and collection of premium owed
to CGHB
 Responsible for interviewing and hiring of analysts
 Provides monthly status reports to Finance and Senior Leadership on
collection analysis and company top ten
 Works with Project Analyst Team to streamline and publish current Policy’s
and Procedure documents
 Coordinates the release and reconciliation of SAICO bills to clients and
analyst
 Escalates client issues to upper management for analyst
Senior Eligibility Analyst
 Acts as a liaison between the analyst and upper management
 Offers guidance and assistance to analyst when needed
 Works with management on improvement projects for team such as
reconstruction of Policy and Procedure documents
 Provides technical support for the electronic processing of eligibility
 Proficient in Microsoft Access
 Developed tool to automate the loading of manual eligibility spreadsheets
 Acts as a resource to others on non-standard accounts and requests
 Participates in operations projects such as the testing and troubleshooting of
new applications and tools to be used by Client Services department
 Responsible for the calculating, updating, and mailing of letters requesting
Evidence of Insurability for Life Insurance
 Participated in Kaizen to develop updated Evidence of Insurability process
Electronic Eligibility Analyst
 Updates and maintains electronic eligibility data
 Communicates with internal partners and external clients
 Negotiates eligibility with clients
 Provides technical expertise where needed
 Verifies customer data are entered correctly
 Acts as a liaison between clients and company
September
2011-
December 2012
August 2009-
September 2011
December 2007
–Aug 2009
Internships DuPont, Philadelphia, PA
 Maintained distribution of mail through DuPont locations
 Responsible for contract organization
 Assisted the Accounting department with the reorganization of the current
filing system to ensure accuracy
MBNA, Wilmington, DE
 Helped administrative assistant with daily tasks and responsibilities
 File system organization and maintenance
 Meeting coordination between the business and clients
June 2004-
August 2004
October 2002-
August 2003
*References available upon request